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1 – 3 of 3Alan Bandeira Pinheiro, Graziela Bizin Panza, Nicolas Lazzaretti Berhorst, Ana Maria Machado Toaldo and Andréa Paula Segatto
This study aims to investigate the effect of innovation on environmental, social and governance (ESG) performance and, consequently, its influence on the economic and financial…
Abstract
Purpose
This study aims to investigate the effect of innovation on environmental, social and governance (ESG) performance and, consequently, its influence on the economic and financial performance of companies.
Design/methodology/approach
A quantitative and descriptive research was carried out based on secondary data from the Refinitiv Eikon® database, using the panel data regression technique, considering the constructs: innovation, ESG performance and economic and financial performance.
Findings
The results showed that companies that tend to invest more financial resources in R&D are more likely to have higher ESG performance. In addition, companies that have higher ESG performance tend to have higher economic and financial performance.
Practical implications
Managers may consider investing more resources in R&D to achieve superior ESG performance. They should be aware that ESG is a strategic tool for creating financial and nonfinancial value for the organization. More than the traditional preparation of a financial report, stakeholders demand another type of information: ESG information.
Originality/value
The results confirm the basis of Stakeholder Theory, showing that the companies that meet the needs of all stakeholders tend to have greater economic and financial performance. ESG practices can include keeping employees motivated to work, improved corporate image in the eyes of customers, more satisfied suppliers and community and environment aligned with management. Therefore, these ESG initiatives are instrumental in protecting organizational objectives as well as increasing shareholder value.
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Keywords
Priya Garg and Shivarama Rao K.
This paper aims to discuss the process of building a 24×7 reference platform for facilitating the farmers with the easy access of information at any time from any location. It…
Abstract
Purpose
This paper aims to discuss the process of building a 24×7 reference platform for facilitating the farmers with the easy access of information at any time from any location. It takes the text string as input and process it to respond with the desired result to the user.
Design/methodology/approach
An interactive Web-based chatbot named as AgriRef was developed using free version of Dialogflow. The intents were defined based on the conversation flow diagram. Furthermore, the application was integrated with website on local server and telegram application.
Findings
With this chatbot application, the farmers will able to get answers of their queries. It provides the human-like conversational interface to the farmers. It will also be useful for librarians of agricultural libraries to save time in answering common queries.
Originality/value
This paper describes the various steps involved in developing the chatbot application using Dialogflow.
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Somtochukwu Emmanuel Dike, Zachary Davis, Alan Abrahams, Ali Anjomshoae and Peter Ractham
Variations in customer expectations pose a challenge to service quality improvement in the airline industry. Understanding airline customers' expectations and satisfaction help…
Abstract
Purpose
Variations in customer expectations pose a challenge to service quality improvement in the airline industry. Understanding airline customers' expectations and satisfaction help service providers improve their offerings. The extant literature examines airline passengers' expectations in isolation, neglecting the overall impact of online reviews on service quality improvement. This paper systematically evaluates the airline industry's passengers' expectations and satisfaction using expectation confirmation theory (ECT) and the SERVQUAL framework. The paper analyzes online reviews to examine the relationship between airline service quality attributes and passengers' satisfaction.
Design/methodology/approach
The SERVQUAL framework was employed to examine the effects of customer culture, the reason for traveling, and seat type on customer's expectations and satisfaction across a large sample of airline customers.
Findings
A total of 17,726 observations were gathered from the Skytrax review website. The lowest satisfaction ratings were from passengers from the USA, Canada and India. Factors that affect perceived service performance include customer service, delays and baggage management. Empathy and reliability have the biggest impact on the perceived satisfaction of passengers.
Research limitations/implications
This research increases understanding of the consumer expectations through analysis of passengers' online reviews. Results are limited to a small sample of airline industries.
Practical implications
This study provides airlines with valuable information to improve customer service by analyzing online reviews.
Social implications
This study provides the opportunity for airline customers to gain better services when airline companies utilize the findings.
Originality/value
This paper offers insights into passengers' expectations and their perceived value for money in relation to seat types. Previous studies have not investigated value for money as a construct for passengers' expectations and satisfaction relative to service quality dimensions. This paper addresses this need.
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